CSM Magazine

FEBRUARY 24, 2025

Long wait times frustrate customers, to the point that they feel that long hold times are the most annoying part of customer service. Call centers which use AI technology tackle these problems head-on, reducing wait times and improving first-call resolution. AI analyzes customer behavior.

First Call Resolution 52

First Call Resolution Wait Times Call Center Chatbots 52

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. In this article, we’ll answer your questions like “what is a chatbot?” Types of chatbots.

Chatbots 245

Chatbots Customer Service Knowledge Base Social Media 245

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Read on for the top five higher education customer service trends you’ll want to keep on top of. Automation takes off.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. Gaining Trust Through Data Security. Following Security Best Practices.

Customer Service 245

Customer Service Culture Effort Score Chatbots 245

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. A Chatbot to Help Mortgage Applications .

Chatbots 211

Chatbots Examples Customer Service Banking 211

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Experience Investigators by 360Connext

JANUARY 21, 2025

He currently serves as a member of the Board of Advisors for the University of San Franciscos School of Management Strategic Artificial Intelligence program and as a judge for US and international CX competitions.

Handbook 143

Handbook Wait Times Innovation Customer Journeys 143

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 246

Customer Service Chatbots Banking B2C 246

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today.

Customer Service 188

Customer Service Consulting Wait Times Customers 188

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. More likely than not, if you’re reading this article, you’ve probably made online purchases.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry.

Call Center 130

Call Center Measurement Self Service How To 130

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Wait Times Feedback Customers 52

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 164

Customer Service Chatbots Knowledge Base System 164

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. It’s easier to plan and prioritize once you understand the general opinion around your services. What are the most common complaints, if any?

Feedback 195

Feedback Management Social Media ROI 195

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Strategy How To 52

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. Here are my top five picks from last week.

Customer Service 93

Customer Service Customer Centricity Retail B2C 93

CSM Magazine

NOVEMBER 26, 2024

Here’s how technology is revolutionizing customer service in the mortgage industry. Artificial Intelligence and Chatbots Artificial intelligence (AI) and chatbots are improving customer service by providing instant support and answering common questions.

Industry 52

Industry Technology Customer Service e-support 52

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Good service builds customer loyalty, making people feel valued and understood.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Comm100

APRIL 26, 2022

These complications often make service delivery in the public sector far more complex than in the private sector – and yet there is still much more than can be done to improve government CX. Government phone support often sees citizens frustrated by long wait times and outdated systems.

Government 246

Government Omni-Channel Wait Times Software 246

Comm100

NOVEMBER 2, 2022

Chatbots have steadily grown in popularity to become a key component of customer service today. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.

Chatbots 246

Chatbots Metrics Average Handle Time Wait Times 246

Experience Investigators by 360Connext

JULY 6, 2021

For the sake of this article, we’ll simplify things by referring to the CX Team. Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

CSM Magazine

OCTOBER 23, 2024

Titus Jumper, CEO, Founder of Sales-Hub When I started my career in sales at 19, working in telecom retail and knocking on doors, I never imagined I’d eventually lead a team at the bleeding edge of AI, virtual assistants, and customer service. I quickly noticed how deep the dissatisfaction ran. We tackled these challenges head-on.

Sales 52

Sales Customer Service Contact Center Chatbots 52

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. This slows down resolution speed and leads to much longer wait times.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Kayako

MARCH 18, 2019

While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. While there may be some that are very specific to your company (that have to do with your product or service), there are also several that are uniform across support.

Customer Service 179

Customer Service How To Policies Customers 179

InMoment XI

DECEMBER 18, 2024

This automation ensures the right number and type of agents are available at the right time. It contributes to contact center optimization by reducing managers’ workloads and customer wait times. It helps reduce operational costs while boosting the value of your customer-centric approach.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Comm100

OCTOBER 18, 2018

Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service.

Customer Service 133

Customer Service Knowledge Base Wait Times Policies 133

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

Customer Service 82

Customer Service Chatbots Effort Score Voice of Customer 82

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

CSM Magazine

OCTOBER 16, 2024

However, with this opportunity comes a significant challenge: clear and effective communication with customers who speak different languages. With customer service being a vital touchpoint for any business, seamless multilingual support has become essential for enhanced customer satisfaction and loyalty.

Customer Service 52

Customer Service How To Customer Service Representative Tools 52

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Within six months, JACK & JONES saw a significant improvement, with customer satisfaction scores rising by 35%.

Examples 36

Examples Customer Service Case Study Hospitality 36

CSM Magazine

JANUARY 21, 2025

Slip up on customer service, and you’ll pay the price: damaged trust, fading loyalty, and customers who take their business elsewhere. A seamless customer experience is just seven steps away. If so, your customer service must emphasize these qualities.

Brands 52

Brands Customer Service Self Service Social Media 52

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Many companies are finding it difficult to create a great customer experience due to getting and keeping good employees.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

Comm100

MAY 16, 2021

According to research conducted by Aircall, 35% of respondents were willing to wait 30-60 seconds for a response via live chat, while only 4% were willing to wait more than 5 minutes. Long wait times are a CX killer, and even a couple of minutes can be too long. . Customers want and expect immediate attention.

Software 236

Software Social Media Knowledge Base Omni-Channel 236